When an alert is created in opsgenie, a corresponding Jira Service Desk (cloud) ticket is created. The reporter is an agent I created in jira for this specific purpose.
When a human agent ack's the alert in opsgenie, I see the corresponding ack that moves the JSD ticket to the next step in the workflow.
Is there a way for me to have the assignee of the JSD ticket changed to the user that ack'ed the ticket instead of showing unassigned?
Hi @Wei ,
This functionality is not currently available. I know we have an open feature request for this that I'll certainly add you to though.
As a workaround we've seen customers using automation rules to accomplish this.
You'd first want the integration to add a comment to the issue when an alert is acknowledged:
That comment would look like this:
You would then add an automation rule that filters on this comment / user's name, and assigns the issue to the corresponding JSM user:
You'd have to add an automation rule for each user - so it's not the most robust workaround, but the only real workaround at this time.
Let us know if you have any additional questions!
This is an interesting question, and actually helps validate a usecase we're building towards within Jira Service Management. In the future, we will have more and more incident response features available right from the Jira Service Management interface and we have been considering that acknowledging first should also assign the incident to that person.
What happens when there are multiple possible responders? Would you still want that behaviour?
In the past, managing IT infrastructure was a hard job. It required a lot of manual effort and it was hard to keep track of all the necessary information (monitoring, scalability etc). Thankfully, as...
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